About
Capacity is an enterprise-grade AI support automation platform founded in 2017, designed to transform how contact centers, customer support teams, HR, IT, and sales organizations handle interactions. By connecting to your entire tech stack through 250+ prebuilt integrations, Capacity enables automated AI self-service across every channel — chat, email, SMS, voice, and web — dramatically increasing ticket deflection and reducing handle time. At its core, Capacity offers Intelligent Virtual Agents that handle customer and employee queries end-to-end without human intervention. Its Conversational AI layer includes speech recognition, branded voices, sentiment analysis, and biometrics for voice channels. For live support scenarios, the Agent Assist module delivers real-time coaching, cobrowsing, call monitoring, and AI-powered suggestions to human agents, enabling faster and more accurate resolutions. Beyond reactive support, Capacity supports proactive engagement through Campaigns and Workflows, allowing teams to automate outreach, streamline operations, and run multi-step business processes. Its Analytics and Insights module tracks performance metrics and provides predictive data to continuously optimize support operations. Capacity serves industries including automotive, banking, insurance, retail/e-commerce, and education. It is ideal for businesses and enterprises looking to reduce support costs, improve customer satisfaction, and scale operations without proportionally growing headcount.
Key Features
- Intelligent Virtual Agents: AI-powered chat, voice, email, and web self-service agents that autonomously resolve customer and employee queries across every channel.
- Real-Time Agent Assist: Provides live human agents with AI-generated suggestions, call coaching, cobrowsing, and monitoring to reduce handle time and improve accuracy.
- Conversational AI with Voice: Includes speech recognition, branded voice creation, sentiment analysis, and biometric verification for sophisticated voice-based support interactions.
- Campaigns & Workflow Automation: Automates multi-step business processes, outreach campaigns, employee onboarding, scheduling, and CRM updates to streamline operations.
- 250+ Prebuilt Integrations: Enterprise-grade security with an extensive integration library connecting Capacity to your existing CRM, helpdesk, telephony, and business tools.
Use Cases
- Automating tier-1 customer support ticket deflection across chat, email, and voice to reduce contact center volume.
- Providing real-time AI coaching and suggestions to live agents handling complex customer inquiries.
- Automating employee onboarding, HR policy Q&A, and IT helpdesk requests with an AI virtual agent.
- Running automated outreach campaigns and lead generation workflows for sales and marketing teams.
- Monitoring call quality with AutoQA and analytics to optimize agent performance and compliance.
Pros
- Omnichannel Coverage: Supports chat, email, SMS, voice, and web in a single platform, ensuring consistent AI-powered support across all customer touchpoints.
- Broad Industry Applicability: Pre-built use cases for contact centers, HR, IT support, sales, banking, insurance, and retail make it versatile across verticals.
- End-to-End Automation: Goes beyond simple chatbots to offer full workflow automation, campaign management, AutoQA, and analytics in one unified platform.
Cons
- Enterprise-Focused Pricing: No self-serve or transparent pricing; requires a demo request, making it inaccessible for small businesses or individuals.
- Complex Implementation: The breadth of features and integrations means onboarding and configuration can be time-consuming and may require dedicated IT resources.
Frequently Asked Questions
What channels does Capacity support?
Capacity supports chat, email, SMS, voice, and web channels, enabling AI-powered self-service and agent assist across all major customer and employee touchpoints.
Who is Capacity designed for?
Capacity is built for enterprises and mid-to-large businesses in industries like banking, insurance, retail, automotive, and education — particularly those running contact centers or large support operations.
How does Capacity integrate with existing tools?
Capacity offers 250+ prebuilt integrations with popular CRMs, helpdesks, telephony systems, and business applications, plus a developer platform for custom integrations.
What is the Agent Assist feature?
Agent Assist provides live human agents with real-time AI suggestions, call coaching, monitoring, cobrowsing, and AutoQA to help them resolve issues faster and more accurately.
How is Capacity priced?
Capacity uses a custom enterprise pricing model. Prospective customers need to request a demo and work with the sales team to get a tailored quote based on their use case and scale.
